Free Access ITIL.ITIL-4-Foundation.v2024-12-02.q195 Practice Test (Page 28)

Question 131

A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?

A.Incident management

B.Service Request management

C.Change enablement

D.Service request management

Question 132

Which is an example of a business related measurement?

A.The number of passengers checked in

B.The average resolution time for incidents

C.The number of problems resolved

D.The average time to response to change requests

Question 133

Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

A.Service request management

B.Service level management

C.Incident management

D.Change management

Question 134

What is a service?

A.A possible event that could cause harm or loss, or make it more difficult to achieve objectives

B.A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

C.A tangible or intangible deliverable of an activity

D.Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings

Question 135

Which of these activities is carried out as part of 'problem management'?

A.Escalating incidents to a support team for resolution

B.Creating incident records

C.Diagnosing and resolving incidents

D.Trend analysis of incident records

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Question 131

Question 132

Question 133

Question 134

Question 135

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